Case Manager/Duty Manager

About the Role

The Case Manager will be responsible for monitoring the queue(s) to assign cases to engineers and will be able to work under pressure and effectively communicate with engineers and leadership team. Daily work assignments will come from the cases that customers open via web portal or phone support.

What You Will Do

• Check, validate and track assignment of cases.
• Reassign cases to appropriate queue: network, region wise, etc.
• Assign cases to appropriate engineer
• Monitor the incoming case queues on a regular basis. Assess the requirement and assign the case. Be responsible for generating a daily report on the status of cases
• Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned cases
• Notify the Managers before cases may fail the SLA. Ensure that cases potentially about to violate established SLAs are identified and corrected
• Coordinate with other lines of service before transferring cases or accepting cases from other queues.
• Look at available engineers on a 15-minute interval basis to determine who can be assigned a case on a given day. If enough resources are not available the Manager will be notified
• Follow internal procedures for assigning and tracking cases. Validate proper case severity based upon standardized work processes. Contact appropriate engineer or alternate contact as identified in standardized work process.
• Examine case audit trail
• Monitor and report the condition of case queues as identified by management for cases which could fail service level agreements (SLA)
• Maintain knowledge of applicable service level agreements.
• Monitor and report to management long term trends of queues for SLA compliance
• Provide advice on potential process improvement for general case and queue management
• Mentor new Case managers
• Improve workload balance processes
• Manager SR transfers regional and global centers

A Career at HARMAN Digital Transformation Solutions (DTS)

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. At HARMAN DTS, you solve challenges by creating innovative solutions.

• Combine the physical and digital, making technology a more dynamic force to solve challenges and serve humanity’s needs
• Work at the convergence of cross channel UX, cloud, insightful data, IoT and mobility
• Empower companies to create new digital business models, enter new markets, and improve customer experiences

About the Role

We are looking for Analyst in our Partner operations support team and will be responsible for managing stakeholder’s (Partners, Distributors, Program Owners) requests & expectations when it comes to L1 and L 2 support for partner organization.

What You Will Do

• Process requests in SFDC that caters to partner requirements/concerns with highest quality maintaining the SLA’s
• Handling priorities /escalations without dependency
• Work cross-functionally with other teams for resolving issues
• Involve in simple & medium transactional processing activities
• Act as the Subject Matter Expert (SME) /Be a POC for all critical decision making on Partner support processes /implementation of new processes/changes to the existing processes/M&A's
• Participate actively /drive steady improvements and automation of current processes/systems/procedures with a focus to drive operational efficiencies
• Must be ready to take calls / support chats to provide quality resolutions to our customers/partners
• Handle end-to-end case management/P0 management /identify potential escalations & address it on timely manner
• Willingness to support PST hours on a rotational basis (10PM-7AM) IST
• Proactive measures to avoid escalations
• Create and participate in creating documentation
• Perform other ad hoc tasks as per business requirements and managements request

What You Need

• Bachelor’s Degree
• Previous experience with a major service case system
• Microsoft Office Suite Trained
• Ability to apply office management practices and administrative support processes
• Ability to work under pressure and tight deadlines
• Ability to work independently and within a team environment
• Outstanding communication and interpersonal skills required
• Skill in the utilization of correct grammar, spelling, punctuation, and required formats
• Effective communication skills - both written and oral
• Ability to multi-task
• Location: Bangalore
• Shifts: 24/7 (ANZ/APAC/EMEA/NASA)
• Work Model: Hybrid work model with 3 days work from office

What Makes You Eligible

• Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
• Dedicated performer & team player with the ability to advocate appropriately for product quality.
• Relentless learner with a dedication to learn new technologies and test methods
• Self-driven and Innovative to drive continuous improvements in Test process
• Resourcefulness in triaging problems and coordinating with multiple teams for issue resolution
• Strong written, verbal communication and inter personal relationship skills